Digital Technical Support Specialists will manage customer support demands in a professional manner following standard operating procedures. Acting as the first point of contact for customers, performing troubleshooting and escalating to higher levels as required to ensure all demands are managed and resolved in a timely manner. All customer interactions will be documented in global CRM.
CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women’s and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com. Work location: Crawley, UK
Qualifications
Knowledge, Skills and Abilities:
- Expertise in enterprise software support, SaaS operations, and/or healthcare IT systems.
- Strong collaboration skills, with the ability to work effectively across all cultures and organizational dimensions.
- Proficiency with CRM/ticketing systems (e.g. D365 and ServiceNow), monitoring tools, BI platforms, and DevOps workflows.
- Demonstrates a continuous learning mindset and commitment to professional development.
- Excellent verbal, written, and interpersonal communication skills.
- Resourcefulness and problem-solving ability, able to identify a wide range of simple and complex solutions.
Fluent in English, additional language(s) required. (Preferably French, Italian, German and/or Spanish)
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Work Environment:
- Prolonged sitting at a computer workstation.
- Occasional lifting of equipment up to 20–35 kg.
- Ability to work across global time zones and support critical events.
Exposure to clinical and laboratory environments during site visits.
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Experience:
- Minimum of 5 years’ experience providing global customer service support with proven record of delivering high customer satisfaction.
- Strong experience supporting cloud platforms (e.g. Azure and AWS).
- Hands-on experience troubleshooting complex client/server software and networked environments.
- Experience supporting databases including Microsoft SQL Server and PostgreSQL.
- Experience supporting physical and virtual IT infrastructure, such as Microsoft Server, VMWare.
Understanding of CRM systems (Dynamics 365 experience is a benefit)
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Education:
- Formal education Master’s/bachelor’s degree in information technology (IT), computer science or a related field (or equivalent professional experience).
ITIL and/or cloud certifications are an advantage.
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Travel:
- Approximately up to 20% global travel for customer engagements and operational governance.
Essential Functions & Accountabilities:
